utilise the power of the Internet.
While the telephone has always been
important, it does tend to also burden
your front-desk resources, especially
early in the morning around surgery
opening time, when there are a lot of
incoming calls," he explains.
desk in the morning and everybody
is on the phones, and you have to
wait until they get off the phone to be
attended to."
healthcare for 19 years and confirms
front-desk staff.
to patients face to face," she says.
"These days it is just so busy that we
don't have that much time, as hard
as we try."
which technology solution
is best
to find a solution for the length of
time spent taking telephone bookings.
Internal research highlighted that the
process of taking a single telephone
Statistics also show that front-desk
staff used to spend at least 80% of
their time managing bookings over
the phone.
supply and demand.
increase. Staff would become more
stretched. Patient numbers would
grow, but this growth would be
unsustainable in the future," he says.
"Ultimately, some patients would tire
of waiting on the phone, while other
patients would resent that lack of
customer service while in the
waiting room.